Job Description 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 misclassi