Customer Success Manager

Fourth Frontier · India

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.