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.

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, 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.

Familiarity with AI tooling in support workflows: co-pilot tools, LLM-assisted drafting, or automated ticket classification. ● Exposure to FDA, EU-MDR, or CDSCO compliance requirements in any capacity. ● Prior experience managing CX in a dual-product or multi-variant environment with differentiated user stakes. ● Working knowledge of Jira for engineering escalation workflows.