Customer Success Associate

Scratch Financial ("Scratchpay") is a financial technology startup based in Los Angeles, California. Our goal is to make difficult financial decisions simple and increase accessibility to fair, affordable, and transparent medical financing. Driven by our award-winning technology, Scratchpay has become the fastest growing financing provider in veterinary care, with our payment plans now offered in over 10,000 practices across the U.S. and Canada–ranging from dental offices to optometry clinics. We’re rapidly launching a new Point-of-Sale payment processing suite to help our providers create a better payments experience for their patients.

If putting compassion first, helping create groundbreaking products and continuously iterating & refining those products sound like you, then we encourage you to apply.

About The Role

The Customer Success Associate will be primarily responsible for driving the activation of Scratch’s payment processing SMB customers. We’re looking for someone to onboard SMB customers, understand their pain points, and ensure that they’re using our platform to its fullest potential. The ideal candidate is detail-oriented and has great verbal and written communication skills — and isn’t afraid to give customers a call when needed to triage customer problems.

Note: This role is fully remote (with a preference for timezones in the US/Canada), but requires a secure and reliable internet connection.

What You'll Do:

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Onboarding:

• Lead ~5-10 onboarding calls per week, owning the process from ensuring customer is ready for their onboarding to post-call follow-up and troubleshooting to ensure the customer is fully setup and using Scratch Checkout
• Deliver an exceptional customer experience by advising, guiding, and instructing customers on how to best use Scratch’s services through email and phone calls.
• Monitor post onboarding call customer activity to proactively identify and address any pain points or hurdles in going live




Technical Support and Account Management:

• Serve as an expert in Scratch’s payment processing solution and its full range of integrations so that you can provide high-quality onboarding and post-launch support to customers.
• Serve as a customer advocate within Scratch by partnering closely with the Product and Support teams to ensure customer feedback and pain points are heard, reviewed, and prioritized when needed. 

Key Performance Metrics:

• # days required to fully activate customers
• % of customers fully activated
• CSAT

What You’ll Need:

• 1+ years of experience in customer success, sales, or another customer-facing role
• Project management and time management skills
• Excellent verbal and written communication skills
• A proactive attitude and ownership over identifying broken systems or processes and fixing them
• Ability to anticipate customers’ needs and position product solutions accordingly
• You are comfortable with change and able to support and learn complex workflows and platforms when given instruction and support.

Nice to Haves:

• Experience working in or with veterinary clinics
• Experience with sales or customer success in a B2B organization; specific experience working in fintech is a plus, but not necessary

Join our dynamic team and be a key contributor to our continued success. Apply now to play a critical role in shaping a world-class organization.

Scratchpay is committed to diversity in its workforce and is proud to be an equal opportunity employer. Scratchpay considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.