Madison is currently seeking an ambitious, dynamic, and entrepreneurial individual to join our New York-based team as a Client Success Lead – Key Accounts, Meetings & Incentives.
The ideal candidate should be motivated and possess a strong planning background with excellent organizational, communication, and problem-solving skills, along with the ability to thrive in a fast-paced, work environment. A proven track record of successfully working with diverse pharmaceutical accounts and completing detailed assignments in the planning and implementation of meetings and events is essential. The role requires the ability to multi-task and manage deadlines effectively. This position offers the opportunity to interact with a wide variety of people while managing multiple projects simultaneously.
The Client Success Lead – Key Accounts is a strategic operator and execution lead, acting as the right hand to the Account Manager across all programs. This role drives consistency, financial integrity, and cross-functional alignment across the full program lifecycle.
This is not a support role. The Client Success Lead owns executional quality, ensures deliverables are accurate and on time, and holds teams accountable across Operations, Sourcing, Technology, and Finance. This role is critical to maintaining client trust and scaling program delivery.
1. Financial Ownership & Post-Program Integrity
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Own final billing QC across all programs, ensuring full alignment between contracts, budgets, and audit documentation
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Partner with Sourcing and Finance to validate cost savings and protect margin integrity
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Identify discrepancies early and drive resolution before client exposure
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Work with the Account Manager to process and finalize all billing
2. Technology Oversight & Data Accuracy
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Own Cvent QC across programs, including budgets, hotel contracts, and cost tracking
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Ensure all program data is accurate, current, and aligned across systems
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Manage and troubleshoot Teams’ environments to ensure seamless internal and client communication
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Drive consistency in how technology is used across programs
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Proficient in Cvent
3. Program Planning Leadership
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Own development and quality of all core program materials, including:
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Kickoff and planning agendas
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Site visit and travel coordination materials
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Final walkthrough and execution documents
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Postprogram debriefs
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Act as lead planner for largescale National Meetings and RDDM programs
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Ensure all deliverables meet a consistent, clientready standard
4. Sourcing Strategy & Supplier Coordination
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Lead the MRF process and manage supplier response tracking
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Build and present sourcing grids, cost comparisons, and savings documentation
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Develop clientfacing sourcing and amenity presentations
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Participate in and lead site inspections as needed
5. Cross-Functional Execution & Accountability
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Serve as the central point of coordination across Ops, Air, Tech, Sourcing, and Finance
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Ensure timelines, deliverables, and responsibilities are clearly defined and executed
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Maintain visibility into all active programs and proactively address gaps or risks
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Support onsite execution and travel as required
6. Process Ownership & Continuous Improvement
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Maintain a deep understanding of AbbVie’s operating model, workflows, and KPIs
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Drive consistency in tools, documentation, and execution across programs
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Identify inefficiencies and implement improvements across workflows and systems
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Act as the bridge between client expectations and internal delivery
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High accountability mindset, owns outcomes, not just tasks
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Strong financial discipline with attention to detail in budgets and billing
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Advanced proficiency in Cvent, PowerPoint, and Teams; strong working knowledge of Excel
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Ability to manage multiple largescale programs without losing control of details
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Direct communicator who can push back, align teams, and drive decisions
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Comfortable with clientfacing and CSuite communication
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Comfortable operating in a fastpaced, highexpectation environment
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Certified Meetings Professional (CMP) certification strongly preferred.
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Minimum of 5 years’ experience in planning corporate meetings & incentives
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Minimum of 5 years’ experience in dedicated client management, outside vendors, sourcing, and negotiating contract services
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Prior operations experience in hospitality/travel industry or equivalent a plus
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Ability to travel by airplane, boat, rail, and/or car.
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This position requires approximately 55% domestic/international travel on some weekends.
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This position is fully remote.
Reports Directly to VP, Key Accounts
Salary Range $90k - $100k
Madison is a proud Employee Stock Ownership Plan (ESOP) company. Through our ESOP, employees earn shares in the company over time, creating an added retirement benefit that grows alongside Madison’s success.
We offer a robust benefits package which includes medical, dental, vision, and 401(k) plans. Our offerings also include medical and dependent care Flexible Spending Accounts (FSA), life insurance, disability coverage, and pet insurance. Additionally, we provide tuition reimbursement and "You Belong," our employee reward and recognition program.
