Italo BelandriaHead of Customer · Americas & AI Builder
Head of Customer · Americas at Ringover — scaled CS operator & AI builder.
I build the plays, not just run them — CX programs and the AI tools that power them.
CX operator who builds the plays, not just runs them. Three years at Ringover managing a high-volume Americas book — onboarding, renewals, churn-save, expansion — by shipping digital-first, AI-powered programs (automated health alerts, lifecycle email cadences, in-app guidance, weekly digests) instead of one-to-one check-ins. 20+ AI products shipped by directing Lovable, Cursor, Claude, and Claude Code — including the internal CS platform now in production at Ringover. Bilingual EN/ES.
A timeline, not a one-pager.
The path so far — roles, shifts, and what I shipped along the way.
Own the Americas customer organization — $5M+ ARR, ~600 accounts, 17 people across the US, Canada, Colombia, the EU, and India — covering onboarding, support, renewals, churn-save, and expansion.
- Lifted gross revenue retention from 81% to 90% year over year (Q1) and 81% to 88% (Q2) by replacing one-to-one check-ins with instrumented adoption plays: license-vs-user health monitoring on every account, threshold-based Slack alerts on churn risk, and a weekly digest to every CSM.
- Built a management layer under me — restructured from 13 direct reports to three managers covering 17 people — so the org scales past what a single leader can personally cover.
- Scaled the Americas CX org 4× in four months: Customer Success from 1 CSM to 4 in two months, then Technical Support from 3 to 12 in two more, by redesigning the team structure for LATAM expansion, owning the hiring loop, and rewriting the L1 charter and SLAs.
- Launched 24/7 global support coverage — moved Ringover from regional hours to round-the-clock — by designing the shift architecture across US, EU, and India, hiring into the gaps, and building Support Scheduler to manage coverage live.
- Made AI part of daily work for every CSM and Support rep by running enablement sessions, shipping Onboarding Hub, and embedding AI steps directly into renewal and onboarding processes rather than offering them as optional tools.
- Partner with the CRO and leadership on go-to-market strategy for US and LATAM deployments.
Rehired one level up after a contract period, then built the scaled-engagement playbooks the US team still runs.
- Built the scaled-engagement playbooks the US team still runs — onboarding, renewals, churn-save, and QBR templates — by codifying each lifecycle stage and rolling them out in weekly working sessions.
- Closed the product feedback loop with engineering — bi-weekly US-product cadence into the roadmap — by partnering with the Empower (call-coaching) product team to surface US-customer pain points and prioritize fixes.
- Led team members across US and Europe.
Continued supporting the Americas CS function on contract between full-time roles.
- Kept account coverage and process work moving during the transition.
First on-ground US CS hire. Built the account-management function from nothing and designed the digital-first engagement model the team uses today.
- Cut new-CSM ramp time 30% and lifted CSAT 15% by standardizing onboarding for new Customer Success reps — documented process, training paths, and shadowing structure.
- Reduced churn 20% and grew upsell 10% by designing and executing a proactive, scaled customer-communication strategy across the book of business.
- Cut software support tickets 50% and lifted adoption 30% by building a regional training program for end-users across the Americas.
- Reduced complaints 20% by partnering with Tech and QA to ship fixes for the most common customer issues.
Operations support and Working Genius facilitation at Patrick Lencioni's firm.
- Repeatable one-to-many delivery with client teams. Joined to deepen consulting craft, organizational health frameworks, and live facilitation.
Ran a multi-year, multi-million-dollar language access program for one of the largest US non-profits.
- Saved more than 10% of budget three years running by designing and operating cost-control systems across the program.
- Built and retained 50+ partnerships across 7 countries through structured relationship and communication channels.
- Reduced turnover 10% while leading a team of 6.
Cross-functional project management before stepping into the Director role.
- Built a content-translation system serving 300+ partners, on budget and on schedule.
Selected AI builds — shipped, in use.
The tools I reach for first.
Leadership, community, and where it all started.
- Gwinnett ChurchSugar Hill, GA · Diversity + Inclusion Board Member2020 – Present
- North Point Community ChurchAlpharetta, GA · Small Group Leader2018 – 2022
- Universidad Fermín ToroBarquisimeto, Venezuela · Social Communications · 8 semesters completed