Customer Success Manager

Scratch Financial (“Scratch”) is a Series C financial technology startup based in Los Angeles, California. At Scratch, everything starts and ends with our mission: being the payment partner of choice for veterinary practices and helping pet parents access the care their animals need without financial barriers. 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.

Scratch has 2 main products:

1. Scratch Pay: Point-of-sale lending, including a BNPL offering and longer-term payment plans
2. Scratch Checkout: Payment processing integrated with the veterinary practice management software

We are a company built on the foundation of transforming the way pet healthcare payments are done, and we are looking for innovators who share our commitment to shaping the future of veterinary care financing. If putting compassion first, helping tell the story of groundbreaking products and continuously learning & refining to achieve exceptional outcomes sounds like you, then we encourage you to apply.

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.

• Own and grow a portfolio of ~1,000 top Scratch Pay customers, with a primary focus on cross-selling Scratch Checkout to drive adoption and increase overall financing volume.
• Proactively engage veterinary practices through regular business reviews to uncover opportunities, strengthen relationships, and align Scratch’s solutions with their business goals.
• Deliver targeted trainings and ongoing education for practice staff on the lending process, ensuring they are confident in guiding clients through loan applications and approvals.
• Identify and act on cross-sell opportunities, positioning Scratch Checkout and payment processing solutions as tools to optimize operations and drive profitability.
• Partner with Scratch management to relay customer feedback, highlight product opportunities, and shape future enhancements to better meet client needs.

• Demonstrated history of achievements in B2B sales, particularly within the veterinary or healthcare spaces.
• Consistently ranks within the top 10% of the sales organization.
• 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.

Our Interview Process

• Initial Screening Call with Megan Owen (Senior Director, People Operations)
• Hiring Manager Interview with Katy Honda (SVP, Commercial)
• Interview with Trevor Hanly (Chief Revenue Officer)
• Case Interview (The case material will be provided ahead of the meeting and you will share your response with a panel.) 
• Co-Founder Interview with John Keatley (CEO) or Caleb Morse (President)

• Competitive base salary ranging from USD $70,000 - $90,000 and OTE of $87,000 - $110,000

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!

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

1. Submit your resume.
2. Answer the custom questions provided.
3. Feel free to add any additional information or documents you believe are relevant to your application.

We look forward to reviewing your application!

*Our team will ONLY contact you from the domain @scratchpay.com or @ats.rippling.com

We’re innovators who care deeply about the lives of pets, their owners, and veterinary professionals. We believe diversity strengthens our team and drives better solutions.

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.