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.