Customer Success Manager

About Scratch
Scratch Financial ("Scratch") is a Series C 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, Scratch has become the fastest growing financing provider in veterinary care, with a partner network of 15,000+ practices across the U.S. and Canada-ranging from dental offices to optometry clinics.
Scratch has 3 main products:

About the role
We are seeking a highly motivated and determined Customer Success Manager to join our dynamic sales team. This role is perfect for someone who thrives in a high-energy environment and is relentless in pursuing sales opportunities through both cold calling and building on established relationships. We are committed to creating a culture where hard work and dedication are rewarded. We are looking for hunters who embrace the chase, can confidently wield quantitative information to drive sales conversations and are eager to excel in a competitive environment.
What you'll do

• Develop expertise around Scratch's product offerings, including patient financing and payment processing solutions.
• Build and maintain strong relationships with clients to understand their unique needs; drive growth within a portfolio of existing lending customers.
• Proactively reach out to veterinary practices to offer assistance in increasing lending volume and conduct in-depth presentations and review to drive growth.
• Host trainings and provide information to educate practice staff on loan the lending process, applications and approvals.
• Identify opportunities to increase lending volume by understanding client financial needs and providing tailored solutions.
• Identify potential cross-sell opportunities and initiate conversations regarding payment processing solutions that are designed to streamline and optimize their operations.
• Provide regular reports to management on lending volume and cross-selling activity.
• Analyze client data to identify trends, opportunities, and areas for improvement in service delivery.
• Collaborate with internal teams, including sales, finance, and product support, to deliver a seamless experience for veterinary clients; Escalate complex problems to the appropriate teams while ensuring clients are kept informed.
• Provide feedback to management on client needs and product/service improvements.

What we are looking for

• Demonstrated history of achievements in sales, particularly within financial services, payment processing or veterinary technology.
• Ability to analyze data, draw conclusions, identify opportunity areas and present back to decision-makers in a digestible format.
• Proficiency with CRM systems and sales enablement tools such as HubSpot, Outreach, Gong Engage, or Salesloft.
• Outstanding communication and interpersonal abilities, adept at influencing and persuading.
• Demonstrated resilience and perseverance, excelling in roles demanding regular cold calling and direct sales initiatives.
• Coachable, inquisitive, intelligent, and characterized by a robust work ethic.
• Capable of excelling in environments marked by uncertainty, adversity, and objections.
• Consistently ranks within the top 10% of the sales organization.
• Preferred experience in sales roles targeting veterinary industries.
• Preferred experience in FinTech, B2B and/or SaaS sales.

Why You'll Love Working Here
Scratch is a remote-first company, giving ultimate flexibility to today's nomadic work style. For those who prefer a hybrid model, we do have an office space in Pasadena available for use (which is stocked with snacks & various beverages). We offer unlimited PTO, covered healthcare, 401k match, cell plan reimbursement, and monthly recognition opportunities. We also provide learning platforms and resources for all to keep growing. Not only that, but we have an equity retention policy to ensure you grow as the company grows financially, as well. And if your family is growing, we offer generous parental leave, too!

• Competitive base salary ranging from $70,000 - $80,000 and OTE of $90,000 - $100,000

How to Apply
Ready to join our team? To apply, please visit our Scratch Careers Page . Be sure to:

We look forward to reviewing your application!
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Scratch is committed to diversity in its workforce and is proud to be an equal opportunity employer. Scratch 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.
The pay range for this role is:
90,000 - 100,000 USD per year ( Remote - United States )