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.

Key Areas of Responsibility:
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

Job Description
● Run independent weekly ticket analytics reviews — identify SLA breach patterns, root cause clusters,

📌 Customer Success Manager (Bengaluru)
🏢 Fourth Frontier
📍 Bengaluru