Zendesk Premier Partner for scaling support teams.
We launch Zendesk for teams that have outgrown their old helpdesk. We rescue Zendesks that have outgrown themselves. We run Zendesk on subscription for support teams from 20 to 100+ agents. Australian-headquartered. Zendesk Premier Partner since 2019.
Zendesk Premier Partner · 12+ years in Zendesk · 150+ implementations · SaaS · Fintech · Retail · Hospitality
What we believe about Zendesk consulting.
Zendesk consulting has a problem: most of it is sold as day-rate hours, scoped on a “we’ll figure it out” basis, and ends with a long backlog the customer’s team can’t implement. You buy time and get a to-do list. The consultant gets paid either way. We don’t do that.
- Productised engagements: fixed price, fixed scope, written guarante.
- Outcomes, not activity: we sell the result, not the hours.
- Tools that make our work better: Zendesk OS (Health Check + Faqify), built for our own clients.
- Australian-headquartered: AU/APAC time zones, Privacy Act and APRA/ASIC compliance experience built in.
- No subcontracting: every Gravity CX consultant is on staff.
Meet Gravity CX.
Our team bring together different skills from across the company. Filter by department to explore the people behind Premium Plus.
Chad Susa
Head of Service
Chad is the founder of Gravity CX. With over 20 years in IT, service management, and customer experience, including senior roles at Zendesk itself, he heads delivery and does the senior technical work on every engagement. Chad specialises in helping organisations transform their customer journeys through smart, scalable technology solutions.
Hugo Richard
Head of Growth
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.
Jessica Jones
Customer Success Manager
Jess brings a customer-first mindset, a sharp eye for identifying opportunities, and a genuine commitment to helping clients get the most out of their Zendesk investment. With strong relationship-building skills and a collaborative approach, Jess works closely with customers to drive adoption, surface opportunities, and ensure every engagement delivers lasting value.
How we work.
Three productised engagements plus our own apps suite (Zendesk OS). Every engagement starts with a Health Check or scoping call, runs against a written scope and guarantee, and ends with handover documentation your team can actually use.
- See Zendesk Implementation – For teams launching from scratch or migrating off another helpdesk.
- See Zendesk Rescue – For teams whose Zendesk has grown messy, slow or unmanageable.
- See Zendesk Scale – Ongoing managed optimisation for teams that want a senior Zendesk consultant onboard.
Talk to a Premier Partner.
Book a 30-minute consultation. We’ll diagnose your situation; new launch, messy existing instance, or ongoing optimisation and recommend the right engagement.
What is wrong with the way most Zendesk consulting is sold?
Most Zendesk consulting is sold as day-rate hours, scoped on a “we’ll figure it out” basis, and ends with a long backlog your team can’t implement. You buy time and get a to-do list. We don’t do that. We sell productised engagements with fixed scope, named outcomes, and written guarantees.
What does “outcomes not activity” mean in practice?
Fixed price, fixed scope, written guarantee. You buy a working Zendesk; a clean launch, a rebuilt instance, or a continuously-improving managed service, not hours of consultant time. If the outcome isn’t met, we keep working at no extra charge.
Why does it matter that every consultant is on staff and not subcontracted?
Quality and accountability. You get the same senior people from scoping through to handover. No junior subcontractor doing the work while a senior takes the discovery call. When something needs a decision, it gets made by the person who built it, not escalated to someone who hasn’t seen the instance.
Who leads Gravity CX?
Chad Susa (founder) heads delivery. He owns delivery quality and does the senior technical work. Hugo Richard heads sales and product, he built the offer architecture and runs client scoping. Both are hands-on. You’ll deal with both of them.
Why Australian-headquartered, does that matter?
AU time zones, AU compliance experience APRA, ASIC, the Privacy Act and a deep understanding of the AU mid-market. No offshoring the delivery to another time zone. When your support team is having a crisis at 9am AEST, your consultant is at their desk.