Customer Success Manager

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.
• Surface actionable insight from the ticket queue independently, without requiring direction on what to look for.

AI-Native CX Tooling

• Take operational ownership of the Zoho Desk + AI layer infrastructure and contribute to its ongoing improvement.
• Identify further automation and AI-assist opportunities as ticket patterns evolve.
• Maintain and improve classification, routing, and SLA automation logic in Zoho Desk.

Experience:

• 3–5 years in a CX, Customer Success, or Support operations role.
• 1–2 years in a team lead or managerial capacity, with direct accountability for team performance and SLA outcomes.
• Hands-on experience with a structured ticketing system (Zoho Desk, Zendesk, Freshdesk, or equivalent) — including configuration, SLA management, and analytics, not just ticket handling.

Qualifications:

• Bachelor's degree in any discipline (Engineering background would be preferable). Relevant certifications in CX, support operations, or quality management are advantageous.

Skills:

• Systems thinker: builds and improves the processes they work within, not just follows them.
• Independently analytical: draws meaningful conclusions from ticket data without requiring the question to be pre-structured.
• Compliance-minded: understands, or is eager to develop a working understanding of, what FDA and EU-MDR compliance requirements mean for a CX function day-to-day.
• Strong written and verbal communication — internal threads, escalation notes, and agent feedback must all be clear and traceable.
• Comfortable operating with autonomy in a function that is actively being rebuilt and improved.

Experience in a regulated or compliance-sensitive environment — medical devices, healthtech, diagnostics, or equivalent.