Chad Susa
Founder & Service Director
Chad is the Founder and Director of Gravity CX, bringing over 20 years’ experience in IT, service management, and customer experience. With a proven track record at Zendesk and in senior consulting roles, Chad specialises in helping organisations transform their customer journeys through smart, scalable technology solutions.
Hugo Richard
Sales Director
Hugo is a partner and driving force behind Gravity CX, combining over a decade of experience in technology, startups, and customer experience. A former Enterprise Account Executive at Zendesk and founder of multiple ventures, Hugo brings a unique blend of strategic vision and hands-on execution.
Matthew Marcucci
Senior Solution Consultant
Matt brings over 13 years of experience designing, implementing, and optimising Zendesk for enterprise-scale support operations. Before joining Gravity CX, he spent more than a decade at Zendesk itself, where he led complex system transitions, automated workflows, and championed best practices to improve support efficiency.
Smudge
Chief Happiness Officer
Smudge brings over 3 (dog) years of industry experience to the leadership team at Gravity CX. As Chief Happiness Officer, Smudge is responsible for overseeing the company’s strategic initiatives regarding stress reduction, crumb management, and mandatory belly-rub intervals. Prior to joining Gravity CX, Smudge held a senior position at The Living Room Sofa, where he spearheaded a campaign to normalise napping during business hours.