Fourth Frontier is looking for a talented, self-driven Customer Success Manager to join our expanding team. This role owns the day-to-day operation of Fourth Frontier's CX function — managing a team of four support agents, maintaining SLA and compliance discipline across two distinct product variants (FX Wellness and FX+ Medical), and surfacing structured insight from ticket analytics. The Customer Success Manager will be the operational owner of an AI-native CX infrastructure built on Zoho Desk with an active AI layer and expected to operate with a high degree of autonomy and ownership.
Given the dual nature of our product portfolio — a consumer wellness device and an FDA-cleared cardiac monitoring device — this role carries both operational and regulatory weight. CX processes at Fourth Frontier are part of the company's compliance infrastructure to meet FDA, EU_MDR and CDSCO standards.
The key responsibilities of this role will include:
Operations & Team Management
Own the support queue across FX Wellness and FX+ Medical variants with clearly differentiated SLAs and escalation paths.
Manage and train CX support agents — quality reviews, coaching, roster accountability, and performance visibility.
Ensure SLA compliance is tracked and owned, not just reported.
Maintain internal communication discipline and ensure traceability of all resolution steps and cross-functional escalations.
Compliance & Regulatory Traceability
Classify all FX+ Medical tickets accurately and maintain Complaint Records in line with FDA and EU-MDR requirements.
Ensure CX processes produce traceable root cause analysis (RCA) trails that can withstand regulatory audit.
Build and maintain a structured CX → Product feedback loop so product-impacting signals surface to engineering and product with documented context.
Analytics & Insight
Run independent weekly ticket analytics reviews — identify SLA breach patterns, root cause clusters, and product variant misclassification trends.
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