Fourth Frontier is looking for a talented, self-driven Customer Success Manager to join our expanding team. Thisrole 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 operationalowner of an AI-native CX infrastructure built on Zoho Desk with an active AI layer and expected to operate witha high degree of autonomy and ownership. Given the dual nature of our product portfolio — a consumer wellness device and an FDA-cleared cardiacmonitoring device — this role carries both operational and regulatory weight. CX processes at Fourth Frontierare 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 andescalation paths.● Manage and train CX support agents — quality reviews, coaching, roster accountability, and performancevisibility.● Ensure SLA compliance is tracked and owned, not just reported.● Maintain internal communication discipline and ensure traceability of all resolution steps andcross-functional escalations. Compliance & Regulatory Traceability● Classify all FX+ Medical tickets accurately and maintain Complaint Records in line with FDA and EU-MDRrequirements.● 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 toengineering and product with documented context. Analytics & Insight Job Description● Run independent weekly ticket analytics reviews — identify SLA breach patterns, root cause clusters, andproduct variant mis