TripActions’ AJ Behniwal on Collaboration, Rapid Growth, and Having Fun while Working Hard
For Customer Success Manager AJ Behniwal, TripActions’ warm, friendly culture was a big reason for joining the team — but it wasn’t the only reason. Below, he discusses what set the company apart, from its unique product, to its collaborative approach, to the support and guidance offered to every new hire.
What does TripActions do, and what do you do at TripActions?
We make the business travel process as seamless as possible, like having a travel agent in your pocket. I work with enterprise clients as a customer success manager, or CSM, which means I take over an account after a salesperson makes a sale. Then the two of us collaborate, along with people from several other teams, to make sure the customer has everything they need to successfully launch on our platform. From there, I manage the relationship and make sure we address any questions or issues that come up, while continuing to deliver value to the company and its traveling employees.
Tell us about your background and why you joined the team.
I started my career in sales and moved into customer success after a couple of years, because I really enjoyed building longer-term relationships with people. When I first heard about TripActions, I remember thinking, “Whoa, it’s really cool that this even exists!” It was a solution I would actually want to use myself, and that makes a CSM’s job so much easier.
Then in the interview process, I had some very genuine conversations that further sold me on the company. One was with Rishi, our director of customer success. He put an exercise up on the whiteboard and asked me what I thought, and we bounced ideas off each other. It was so collaborative, and I remember thinking, “I like the way this guy thinks.” I could see myself learning from him and the rest of the team. I also liked how closely CSMs worked together with the Sales team. It’s a true partnership, and it’s unlike anything I’d been part of before.
Tell us more about collaboration at TripActions.
It might sound cliché, but we really have such a happy, collaborative environment. Sales is measured on similar metrics to our team, so they want an account to be successful just as much as we do. We work together to keep our customers happy, and there’s equal buy-in from the account executive (AE) and the CSM. Just one example — I recently took some time off, and when I got back, the AE I’m working with on an upcoming launch had already jumped in and created the project plan for me! That type of team mentality is the norm here. We have each other’s backs.
“Sales is measured on similar metrics to our team, so they want an account to be successful just as much as we do.”
There’s a lot of collaboration within the Customer Success team, too. We’re always asking each other questions and helping each other figure out the best ways to move forward. If someone needs me to look over an email or join them on a call, I’m happy to, and I know they’ll do the same for me. That’s the culture we’ve built. I think of us as a team of helpers — people who are willing to hop in and even put in a few extra hours to give someone else a hand. There are still days when I want to pull my hair out or head to happy hour at 2 p.m., but when I’m facing a challenge, I never feel like I’m out there alone. Those problems end up being all the more rewarding because we solve them together.
What else is unique about the company?
One huge asset is our Customer Support team. They’re uniquely nimble — it’s unusual to find support agents who can simultaneously handle multiple chats, or a phone call, email, and chat, and do it as effectively as they do. Their reviews are glowing; our NPS is out of control. As a CSM, you couldn’t ask for a stronger foundation. I use them myself, whenever I travel — if I get to the airport early, they’ll help me find a better flight. That kind of access is unprecedented in the travel industry, and it’s so cool that our customers have it.
“Our Customer Support NPS is out of control. As a CSM, you couldn’t ask for a stronger foundation.”
I think another difference is the leadership — from our co-founders, Ariel and Ilan, on down. They’re very transparent and direct. If something’s not working, they won’t sugarcoat it. That’s one of our core company values — direct feedback. At the same time, everyone is super friendly. I felt the warmth from the day I started. We don’t sit at our desks all day with our headphones in, typing away. I get to have a social life while I’m working, which makes it a lot more fun. It’s a balance, of course. There are times where you need to tuck yourself away in a room for a couple of days to get things done. But I like that I get to work with people who have similar interests and who are happy to talk when they have time. After a long call, it’s nice to have someone to chat with for a few minutes, or to meet up with after work and unwind.
TripActions is growing so quickly. What has that been like for you?
There are times when I look around and think, “Wow, this is crazy.” Our CSM team has gone from about 10 to 50 and counting in less than a year, and we’ve opened offices in New York, Dallas, London, Amsterdam, and Australia. But it’s actually felt really organic. I think we grew in the way we needed to and didn’t rush in. That comes from the top, too. This is Ariel and Ilan’s second business together, so they have a level of experience and maturity, and they’ve really emphasized hiring smart and picking the right people.
They’ve also been very intentional about our processes. I know for me, the entire experience — from when I first heard about TripActions all the way through to onboarding — was probably the smoothest of my career. There are a lot of tools, like our knowledge base, to help you get up to speed, and we definitely pay attention to building out new processes in a way that’s sustainable as we scale.
“ The entire experience — from when I first heard about TripActions all the way through to onboarding — was probably the smoothest of my career.”
We also just try really hard to make new hires feel welcome. I always make a point to tell people, “Hey, never be afraid to ask me a question. If my headphones are in, just tap me on the shoulder.” Maintaining that kind of culture as you grow can be tough, but we know it’s one of the key things that got us where we are. So we’re very conscious about making sure everyone stays accessible and continuing to bring on people who will build each other up.
What else can a new member of the Customer Success team expect when they join?
We bring new hires in a few at a time, and each of us owns a certain element of their training — I teach them how to dive deep into an account, for example. We have certifications for different training sessions, to make sure they’re comfortable before we put them in front of a customer, and we also sit in on their first calls. Each CSM is assigned a mentor, as well, so they always have someone they can go to with questions. There’s a lot of support.
At the same time, there are a lot of chances to create your own opportunities. That’s been my experience — we didn’t even have an enterprise team when I joined. We’ve also had a lot of people promoted into manager and lead roles. If you’re willing to put in the time and effort, the opportunity for both personal and career development here is huge right now. TripActions has so much potential, and it’s on each of us to realize it. That’s definitely exciting.
Interested in making business travel easier for road warriors?
Check out job openings at TripActions or get in touch.
