Customer Success & Engagement Lead (Digital Health)

Role: Customer Success & Engagement Lead (Digital Health)Part-time | Remote (UK)£20,000-£28,000 per year (pro rata, based on 2.5 days/week)

About Us

Mental health care is overstretched, and too many people face long waits or infrequent support. At Affiniti AI, we believe clinicians and patients deserve something better, a way to provide therapy that’s more effective, engaging, and accessible.

We’re addressing this by blending human expertise with thoughtfully designed AI. By working closely with NHS and private mental health services, where we’ve seen clinicians feel better supported, patients become more engaged, and therapy fit more naturally into everyday life.

We’re a small, passionate, and pragmatic team, driven by the ambition to make mental health treatment work better for everyone involved.

The Opportunity

As our Customer Success & Engagement Lead, you’ll take ownership of how we support clinicians from the moment they’re onboarded through to long-term, high-impact use of the platform. That means building relationships, creating systems, and designing interventions that help clinicians succeed and stick.

You’ll play a central role in defining what great clinician engagement looks like at Affiniti, working closely with our clinical advisors, founders, and product team to bring those ideas to life.

This role is ideal for someone who’s been close enough to the front lines of mental health care to know how hard change can be, but who’s also impatient to make it better. Whether you're a clinician ready for something new, or someone who's worked on digital health rollouts and wants more ownership, we’d love to hear from you.

What You'll Do

• Design and own the customer success strategy across onboarding, activation, and long-term engagement.
• Identify drop-off points and create interventions to increase retention.
• Proactively build relationships with clinicians and service leads.
• Develop success metrics and lightweight reporting to track progress.
• Create and materials (e.g. onboarding guides, email sequences, check-in templates) to support clinicians.
• Build scalable feedback loops between clinicians and our product team.
• Facilitate knowledge-sharing and connection between clinicians using the platform, e.g. through case studies, spotlight sessions, webinars, or peer learning formats.
• Act as the internal voice of the clinician to help guide product and roadmap decisions.

What We're Looking For

• A clinical background (e.g. mental health nurse, psychological therapist, wellbeing practitioner) or experience working directly in or alongside front-line NHS services.
• Experience in customer success, implementation, clinician enablement, or digital adoption - ideally from a digital health, mental health tech, or SaaS background.
• A bachelor’s degree (in any field).
• Unapologetically passionate about improving mental health treatment and outcomes.
• Thrive in a start-up environment with high autonomy, ambiguity, and ownership.
• An excellent communicator.
• Comfortable working cross-functionally with product and leadership teams

What We Offer

• Competitive salary
• 28 days holiday per year
• A high-trust, low-ego team that values autonomy and mission
• Meaningful work with real-world impact
• Flexible working, within the UK