Sr. Retention Closer - Customer Success LATAM

What you should know about the job:

Our Customer Success team is looking for a high-performing, negotiation-focused professional to tackle Customer and GMV Retention. We are looking for a "closer" profile—someone who doesn’t just manage accounts but masters the art of high-stakes commercial negotiation.

As a Retention Closer, your mission is to move away from "default price conversations" and instead build complex, value-based 360° negotiations. You will be responsible for analyzing client performance, identifying deep-seated pain points, and crafting bespoke proposals that align Hotmart’s tools and plans with the client’s long-term business goals. Your success will be measured by your Win Rate in retaining and growing our high-impact accounts

Your responsibilities as a Retention Closer:

• End-to-end Negotiation Management: Leading end-to-end retention negotiations for strategic accounts, focusing on value proposition rather than just price.
• Performance Analysis: Building detailed analyses of client performance and data to identify opportunities for growth and optimization.
• Strategic Proposal Creation: Crafting and presenting high-impact proposals and presentations that align Hotmart’s ecosystem with the client’s business plans.
• Pain Point Discovery: Deep-diving into client challenges and future plans to ensure our solutions are indispensable to their success.
• Tool Usage Advocacy: Identifying underutilized platform features and demonstrating how they serve as levers for the client’s GMV growth.
• Stakeholder Influence: Building strong, trust-based relationships that "make people in love" with Hotmart partnership.
• Funnel Ownership: Taking full ownership of the retention funnel, from identifying at-risk accounts to final commercial closing, meticulously recording all data in Salesforce.
• Process Improvement: Identifying weaknesses in current retention playbooks and collaborating with Customer Success Leaders to implement more aggressive, data-driven commercial strategies

In your journey, we expect you to:

• Demonstrate a "Hunter/Closer" mindset applied to existing customers, focusing on winning back loyalty through commercial excellence.
• Maintain in-depth knowledge of Hotmart’s products, value proposition and competitive advantages to counter-negotiate effectively.
• Demonstrate exceptional analytical and data management skills.  
• Stay updated on industry trends to provide consultative insights that go beyond the platform

Qualifications you’ll need:

• 5+ years of experience in high-stakes sales roles (Account Executive, Closer, Hunter, or specialized Retention roles).
• Hard Negotiation Skills: Proven track record of successful, complex commercial negotiations.
• Consultative Sales Mastery: Ability to conduct deep-dive discovery and translate insights into effective commercial strategies.
• Analytical Mindset: Data-driven approach with the ability to build ROI-based presentations.
• Fluent in English, Portuguese is a plus. 
• Proactive & Self-starter: A hands-on attitude with the ability to thrive in a high-pressure, results-oriented environment