About Gravity CX
Summarise with AI
We become a measurable part of your success.
We launch Zendesk for teams that have outgrown their old helpdesk, rescue instances that have outgrown themselves, and run Zendesk on subscription for support teams of 20 to 100+ agents. Australian-headquartered, accountable to outcomes, not just deliverables.
- Zendesk Premier Partner since 2019
- 12+ years in Zendesk
- Every consultant on staff
- Fixed price, fixed scope
★ 5.0Zendesk Marketplace
150+Zendesk implementations
Run by ex-Zendesk people
Our customers
Trusted by 150+ support teams to get Zendesk right
From the Sydney Opera House to Ezypay, support teams across ANZ rely on us to launch, rescue and run Zendesk.
“Before Gravity CX we were largely going through the motions. We have since rebuilt our foundations and significantly improved our Zendesk platform. Our workflows are structured and efficient, and we have a clear roadmap for what to tackle next.”
Chris JamesHead of Customer Operations · Ezypay“The AI agent did not just take tickets off our plate, it gave our people a new career path. Three of our support team moved into sales because the AI was handling the volume, and our customers get answers the moment they ask.”
Jamie HoweHead of Customer Operations · The Bart Group“Gravity CX made our migration and setup seamless. Their team was professional, knowledgeable, and went above and beyond to ensure everything was perfectly tailored to our needs.”
Caroline LeeAdministration Officer · Australian Learning Group“In just two weeks they had us fully operational. Despite our unusual use of Zendesk they adapted seamlessly and helped us develop solutions that worked, delivering outstanding value in a short period.”
Stacey YoungOperations Manager · NGS Structural Engineering“We knew something was not right with our setup but could not pinpoint where. Gravity CX diagnosed and fixed everything quickly, including problems we did not know about. The monitoring view they set up means we will catch anything like this much earlier next time.”
Alex StepinsCustomer Experience · EMU Australia“Outstanding support setting up our Zendesk reporting, delivering a solution that exceeded our expectations. Chad went above and beyond to tailor the structure to our needs, with clear communication at every stage.”
Dorota BacalSustainability & Innovation Lead ANZ · Arkance“Gravity CX was instrumental in our transition to Zendesk, implementing across multiple departments. We have streamlined our operations and improved our customer experience.”
Sophie CarpenterHead of Customer Care · Mycar“Their expertise and hands-on approach ensured a smooth onboarding for our team. The support and training were outstanding, and they were always responsive and professional.”
Sean EdwardsMember Service Manager · My Weight Loss Clinic“Gravity CX transformed our Zendesk setup, making it a powerful tool that aligns perfectly with our operational needs.”
Cameron WykAfter Sales Team Leader · Midea“This is us implementing AI in the business in a considered way, with a trusted partner who already knows the product.”
Kat BeavonCOO · REIQ
Our story
Started by people who had to live with the results.
Gravity CX was founded by people who had spent their careers inside Zendesk and inside support teams. The pattern they kept seeing was the same: a platform configured to a slide deck, handed over at go-live, and quietly drifting ever since.
So we built the firm we would have wanted to hire.
The firm we would have wanted to hire
- The senior consultant who scopes your work is the one who does it.
- The scope is written down before we start, and the outcome is guaranteed.
- The handover documentation is something your team can actually use.
What we believe
Zendesk consulting is usually sold as hours. We sell the result.
Productised engagements
Fixed price, fixed scope, written guarantee.
Outcomes, not activity
We sell the result, not the hours.
No subcontracting
Every Gravity CX consultant is on staff.
Tools that make our work better
Zendesk OS, our own apps suite, built for our own clients.
Australian-headquartered
AU and APAC time zones, with Privacy Act and APRA/ASIC experience built in.
You buy time and get a to-do list. The consultant gets paid either way. We don’t do that.
The team
The people you’ll actually work with.
Chad Susa
Founder, Head of Service
Ex-ZendeskChad 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.
LinkedIn
Hugo Richard
Head of Growth
Ex-ZendeskHugo 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.
LinkedIn
Matthew Marcucci
Senior Solution Consultant
Ex-ZendeskMatt brings over 13 years of experience designing, implementing, and optimising Zendesk for enterprise-scale support operations. He spent more than a decade at Zendesk itself, leading complex system transitions.
LinkedIn
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.
LinkedIn
How we work
Three engagements, one way of working.
Zendesk Implementation
For teams launching from scratch or moving off another helpdesk.
Zendesk Rescue
For teams whose Zendesk has grown messy, slow or unmanageable.
Managed Zendesk
A senior Zendesk consultant on your team, improving it every month, with Zendesk OS.
Australian-headquartered
Close to you, and careful with your data.
Melbourne team
Working AU and APAC hours, so when your support team starts its day, we’re already at work.
Compliance experience
Privacy Act, APRA and ASIC experience built into how we configure Zendesk.
Security and privacy
How we handle access to your Zendesk and your customers’ data.
Questions
The things people ask us first
- 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.
- 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 anywhere in APAC, your consultant is at their desk.
Book a call
Talk to a Premier Partner.
A 30-minute call. We’ll diagnose your situation, whether that’s a new launch, a messy instance or ongoing optimisation, and recommend the right engagement.
You will get a calendar invite with a video link straight away.
- A call about your team and your Zendesk.
- The engagement that fits, and why.
- A fixed price and a written scope.
Who you might be speaking with
Hugo Richard
Head of Growth, ex Zendesk
Chad Susa
Founder, Head of Service, ex Zendesk
