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Ex-founder @ ViaSuccess | Customer Success Roots & Product Lead Mindset

82% of Customer Success Professionals recommend Customer Success as a profession, despite that, a staggering 42% of companies still navigate without a dedicated Customer Success Tool, relying on spreadsheets instead.

This paradox is not lost on us at ViaSuccess, where we're committed to turning the tide.

With ViaSuccess I am on a mission not just to innovate but to inspire. 

My mantra? Stand out, don't just blend in. I quote too much (I mean it because I even got it tattooed) from the Sanskrit symbol "Breathe," a beautiful reminder to do things that come naturally.

My entrepreneurial journey is a tapestry of passion and purpose. From launching Tiska on Wooplr in 2016 to weaving narratives as a freelance copywriter, I've always been driven by a love for creation and connection. ViaSuccess is my latest canvas, where I merge my expertise in SaaS, customer success, and marketing to paint a picture of sustainable growth for companies and their cherished customers.

I founded ViaSuccess to address a gap I saw firsthand: brilliant SaaS teams hindered by patchwork solutions. ViaSuccess is the bridge over that gap, a place where strategy and technology meet to create seamless customer journeys and where customer success teams find their stride, turning users into advocates and churn into a thing of the past.

Beyond business, I am a storyteller, a thinker, and an eternal optimist. Whether through the written word or the solutions I craft, I am all about making connections that matter and stories that resonate. When I'm not deep in strategy sessions or championing customer success, you'll find me exploring the power of digital omnichannel experiences to elevate brands to sensation status.

And if you're ready to see what ViaSuccess can do for you, why not start with our 15-day free trial?
https://viasuccess.io/sign-up/

Here's to making every breath count in business and beyond!

Shivanshi Bhatia

Tinkoff 

Team Lead at Platform Team

OTUS Онлайн-образование

I first came across OTUS while looking for advanced courses in system design and team leadership. I joined as a student—but after getting to know the team and how the platform worked, I got an invitation to join as a JavaScript and React teacher. I’ve been working with them part-time since 2020.

From the start, I wanted the courses to go deeper than just "how to use a tool". The focus was always on building testable, scalable code and understanding what’s going on under the hood.

In the JavaScript course, students worked with Git, GitHub, TypeScript, Jest, GitHub Actions, and Firebase. Projects included Game of Life, real-time chat apps, API integrations, custom Redux implementations, and even simple full-stack apps with CI/CD and deployment. Everything went through GitHub with pull requests, tests, and code reviews - just like in a real dev team.

Later, I helped rebuild the React course from the ground up. We focused on component design, testing with React Testing Library, writing custom hooks, and understanding React internals. We didn't just use tools - we showed how they’re built.

As the course grew, I formed and led a team of 8 teachers and 2 mentors. I interviewed and onboarded each of them, and worked to keep everyone motivated and aligned - even without direct authority or financial levers. We shared ownership of the course, improved the materials together, and supported students during live sessions and in between.

We also built a private community for graduates, where we keep helping students after the course - answering questions, sharing resources, and discussing real-life challenges they face at work.

On the marketing side, I ran open workshops, reviewed course descriptions, and helped clarify the course’s role within the broader OTUS team. Most groups had 10-20 students. Some dropped out early - it wasn’t an easy course. But the ones who stuck with it made real progress. Many landed their first dev jobs or advanced to more senior roles after.

Trainer / Courses creator

Bolt

I led a cross-functional team building tools for food delivery couriers — a React Native mobile app, onboarding systems, scoring logic, internal admin tools, and integrations with other platforms.

When I stepped into the role, the team had 6 engineers. Over the next year, we grew to 10 (all folks with different technical and cultural backgrounds, from 7 countries). I managed the full cycle — hiring, onboarding, mentoring, running 1:1s, and guiding people through performance reviews and salary discussions. Two engineers were promoted to senior roles during this time.

My focus was not just on building features, but on building a team that could move fast and deliver reliably. I helped us scale our working processes, built strong relationships with product managers, designers, support teams, and ops specialists, and organized collaboration with sister teams.

Around 30% of my time stayed hands-on. I contributed code, reviewed PRs across the stack, helped design features and integrations, and jumped into prototyping when we had urgent needs — like spinning up a barcode-scanning tool on Sunmi POS, or replacing fragile Selenium scripts with API-based automations to support the ops team.

I also ran over 90 interviews in 2022 and trained new interviewers to help scale our hiring capacity.

Our goals evolved with the business. Early on, it was about keeping the app stable. Later, it was about speeding up courier onboarding, meeting regulatory requirements, and improving the courier experience to drive retention and delivery quality — because happier couriers meant better service for customers.

Engineering Manager

After a year as a React Native developer, I stepped up to lead a new team focused on courier operations — just as the company committed to growing this direction. What started with the courier app quickly expanded: we became responsible for backend services, onboarding flows, courier scoring, internal tools, and integrations with other teams (Market team, Order, Planning).

I grew the team from 1 to 6 engineers - hiring, onboarding, and mentoring people with different technical and cultural backgrounds. I ran 1:1s, helped team members grow, and put structure in place so we could scale without slowing down.

On the technical side, we migrated a large internal admin panel from PHP to React-based microfrontends - over 20 complex screens with courier settings, performance tools, and delivery flows. I also contributed code myself across the stack, designed new features, and helped improve integration architectures.

We also built tighter feedback loops. I started a group of 30+ volunteer couriers to act as early beta testers. In return, they got early access to new features and smoother app flows - and we got direct insights that helped shape what we built.

One of our biggest wins was speeding up courier onboarding. What used to take 4 days was reduced to a <6 hours (the process itself was fast, latency was 5 hours, to keep load limited). We did this by integrating tools, exposing missing APIs, and cutting out manual operations wherever possible.

At the same time, I reworked our hiring process. We shifted from hiring frontend-only engineers to fullstack roles, so I redesigned our technical task and brought more interviewers into the loop - which helped us hire faster without losing quality.

Leading this team meant shifting away from doing everything myself to setting others up for success. I worked closely with QA, ops, and other product teams, organized routines, and helped the team mature from a fast-moving solo effort into a stable, reliable product team.

Team Lead

I joined as a Senior React Native developer for the courier app, working side by side with one other engineer. When he left, I became the main developer - responsible not just for shipping features, but for keeping the app fast, stable, and production-ready across multiple markets.

Most of my time went into improving the app’s performance and reliability. I rebuilt polling flows to reduce location spikes and jumping on the map, which led to a 40% drop in glitches and increased average courier session time from 4h 20m to 6h 30m. App stability reached 98.7%.

I also led the development of the cash case flow - a critical feature in regions where card payments aren’t common. Couriers could collect cash and drop it off at a restaurant, helping the business operate in markets like Africa and Eastern Europe.

On the testing side, I built a mock server and set up full e2e testing with Detox, integrated into our GitHub CI. To support better backend integration, I wrote a small internal library that wrapped key APIs and let us simulate different app flows across systems. This saved us a lot of manual work during development and testing. That gave us more confidence in each release and sped up QA. I also introduced screenshot testing to catch UI regressions early.

Other improvements included:
- Automating the app release process for both iOS and Android
- Implementing dark mode to improve battery life on long shifts
- Refactoring legacy flows and improving app modularity

This role laid the foundation for what became the Courier Operations team, and helped scale an app that eventually reached 1M+ installs on Google Play.

Senior Software Engineer

IT Academy

I a few years teaching coding at an IT training center in Minsk. Most of my students were either switching careers into tech, junior devs looking to grow, or CS students who wanted more practical experience.

I started by creating a full PHP course from scratch (part of my prep for the Zend cert), then built and launched a JavaScript program that kept evolving to match the real-world demands. The curriculum was hands-on and deep — Git, GitHub, JavaScript/TypeScript, React, Redux, SPAs, modular design, client-side routing, WebSocket APIs, and canvas animations. All materials were open-source on GitHub, where the repo earned over 70 stars.

I ran everything solo — from course design to delivery and code review. I pushed a Git-first approach while others still used ZIP files. Students submitted pull requests, got inline comments, and started each session with mock interview questions. I also brought in lighter moments — missed deadlines meant doing pushups or drinking water, not making excuses.

Over 100 students went through my JavaScript course. It wasn’t easy — less than 40% completed it — but that was the point. I told them on day one: no pain, no gain (with a reference to "G.I. Jane" movie). Those who stayed grew fast. Some switched from jobs like nursing or painting and made it into tech. A few became team leads and even trainers themselves. One of my students — now a lead dev — later started running her own courses. That feels like real success to me.

The course also got praise from industry folks, including a good review from Ilia Klimov (known as Javascript.Ninja) for the structure and homework design. Some of the practices I introduced — like GitHub reviews — later spread to other trainers at the center. I’m still in touch with many of my former students.

I stopped in 2020 after moving abroad. I kept teaching remotely for a while, but eventually shifted to fully online platforms once it became harder to stay connected with local students in Belarus.

Trainer of Javascript Course

DarkMatter LLC

As the Platform Team Lead, I played a role in scaling a digital government platform for the UAE, designed to unify access to services like marriage registration, business licensing, insurance, and residency. The goal was to replace fragmented systems with a single, secure entry point for citizens and residents across the country.

After joining the project post-POC, I led the development of 50+ microservices that abstracted over diverse, often undocumented government APIs. These services enabled product teams to integrate seamlessly without dealing with protocol inconsistencies or fragmented authentication methods.

To support rapid scale-up, I introduced internal developer tooling, including a CLI project scaffolder and components generator that standardized both frontend (React + TypeScript) and backend (Express.js + TypeScript) setup. This reduced onboarding time to less than 2 weeks, with 22 product teams eventually onboarded. Each new team was able to deliver an MVP in under a month, with 150+ developers ultimately involved - many from international contracting teams including IBM, Xebia, ItWorx and Appsintegra and engineers from UK, Bulgaria, India, Egypt and Spain.

As data complexity grew, I led the design of a centralized database strategy backed by a GraphQL API. This enabled secure, cross-domain data access with domain-level access controls - without sacrificing performance or security. We maintained control system, that allowed to product teams to contribute to DB schemas and GraphQL interfaces (with security analytics supervision).

Security was a core priority. A rigorous third-party security audit revealed 100+ issues, most of which we resolved centrally due to our modular oriented architecture. Fixes applied once propagated across all dependent systems.

To accelerate delivery and reduce manual effort, we also built tools to automatically generate APIs from Swagger and Postman specs — reducing integration timelines from 1–2 months to just a few days.

Tech Lead / Team Lead

UpsilonIT

At UpsilonIT, I helped build the frontend department from scratch. We worked mostly with early-stage startups, partnering with them on full product development and growing alongside their success. I started as a developer, eventually took over frontend leadership, and grew the team from 2 to 8 engineers.

Our main product was a SaaS platform - designed for collectors and trade houses to manage and share catalogs of art, watches, and other valuables. I led the frontend from architecture to delivery, while juggling team growth, mentoring, and day-to-day coordination.

We used Ember.js as our main stack (I worked directly with core contributors), and later added React. We migrated from JavaScript to TypeScript, used WebSockets and JSON:API for real-time sync, and ran CI/CD on Travis CI. Our tests included QUnit, Jasmine, screenshot diffs, and Python-based e2e tests that I sped up with JS(and made a talk about it).

- Grew the frontend team from scratch to 8 engineers; hired, mentored, and promoted a junior who later took over as team lead. Most of the team I hired is still with the company years later.
- Built a mocking system and added JS enhancements that significantly sped up end-to-end tests (presented this at a frontend conference)
- Introduced screenshot testing - used both for regressions and to give translators visual context for UI
- Established coding standards, testing practices, and regular code reviews that improved code quality across the team
- Bootstrapped 3 new startup projects (MVPs), alongside maintaining and developing the main platform
- Explored and delivered multiple proof-of-concept projects to evaluate new tools, patterns, and technologies
- Stayed hands-on with architecture, complex tasks, and frontend performance improvements (including cold start/page load issues)
- Helped stabilize planning, task breakdowns, and cross-team communication
- Worked closely with founders, PMs, QA, backend leads, and designers - often bridging gaps between roles

Team Lead / Head of Frontend Development

Strevus

I joined Strevus as a Senior Frontend Developer in a 7-person team, where we worked on a JSON-driven UI using Backbone.js and Marionette. The company provided secure regulatory compliance solutions for financial institutions, helping them manage and report data related to tax residents and clients.

My main responsibility was to contribute to the development of user interfaces that could handle multi-step forms for regulatory data collection. I worked on creating new UI blocks, including 7 new types like wizard forms, which allowed us to create more flexible and user-friendly forms. This was important because our solution needed to be adaptable to meet the unique needs of our clients.

Another significant part of my role was maintaining and updating the core libraries of the system. By keeping the libraries up-to-date, I ensured that the system remained stable and reliable, which was crucial for financial institutions that rely on our solution to meet strict regulatory requirements. This work led to a 15% reduction in system errors and improved overall performance.

I was also involved in customizing the product for two clients, adapting the core system to meet their specific needs. We worked closely with designers, QA, and backend developers (total team size was up to 6 people) in sprints. We improved our workflows by adding CI/CD and centralised APIs, so we got 20% increase in development time.

One of the key practices I used was Test-Driven Development (TDD). This approach helped catch bugs early and reduce bug-fixing time by 25%, which improved the overall stability of the product.

Although Strevus closed in 2015, my time there was impactful. I played a key role in developing solutions that helped financial institutions streamline complex regulatory processes. The experience of collaborating with a small, dynamic team, and contributing to a product that directly impacted regulatory compliance, has been valuable throughout my career.

Senior Software Developer

Scand

At SCAND, an outsourcing company with around 200 employees, I started as a PHP backend developer with basic knowledge of JavaScript. Over time, I improved my JavaScript skills significantly, adding tools like jQuery, lodash, PrototypeJS, Leaflet, and Google Maps to my toolkit, which helped me transition to frontend development.

One of my key contributions was helping the team switch from SVN to Git and introducing Mantis as our bug tracking system, replacing the old Excel-based process. This change improved collaboration between testers and developers, speeding up the support loop by 2.3 times.

During my time there, I worked on several impactful projects. For example, I led the migration of an internal reporting system to a Single Page Application (SPA) using Backbone.js, improving both performance and usability. I also developed a Google Spreadsheets clone for real-time collaboration within a closed network, building both the backend (Yii 1) and frontend (jQuery).

Another major project was creating a Magento plugin that displayed stores and products on a map with clustering functionality. Additionally, I optimized a truck monitoring system that tracked vehicles and sensors in real-time, reducing the rendering time for routes with 10,000 points by 5x.

One of my proudest achievements was leading the development of a courier service platform, allowing users to request couriers and track deliveries. I handled the frontend development, ensuring a smooth user experience.

I also worked on a kiosk interface project, developing a Firefox plugin and web app to manage and display information on kiosks in service areas, ensuring real-time updates.

By the end of my time at SCAND, I had bootstrapped over 6 projects from scratch and optimized 4 legacy systems. I helped the team adopt modern development practices and gained experience with Node.js at version 0.10, further expanding my development skill set.

Lead Software Engineer

Hors-Motors

I came to HorsMotors as a developer for the 1C accounting system and worked on the company website (PHP, DLE) during a time when the company was growing quickly. Initially focused on selling motorcycles, the company was starting to produce and assemble them, which created a need for better IT solutions.

At first, I was the only developer working on the accounting system, but as the company grew, my role expanded. I led the integration of systems to improve efficiency. I created over 20 reports for the accounting system, providing important data that helped with decision-making and managing the business.

One of my major projects was setting up a remote integration that allowed managers to track inventory and sellers to place orders on their own, without needing to call for support. This reduced warehouse load by 15% and made the supply chain more stable. I also created a discount program, distributing over 2000 cards in the first six months, with no issues, which helped improve customer loyalty.

As the company grew, I worked on improving the website’s performance. I did SEO optimization, which helped increase targeted traffic by 6x over two years. I also connected the website with the accounting system, allowing real-time stock updates, which made inventory management more efficient.

I also created a flexible price editing system that saved up to 7 hours of work on a large product catalog, making it easier to adjust prices based on currency changes.

As the company continued growing, I built and led the IT department, expanding it from 1 to 3 members. I set up processes and systems to handle the increasing demands of the business. The team I hired continued to improve the systems after I left, leaving a strong foundation for the company's future growth.

Software Developer

Freela PHP

I started by writing custom gateways for user information collection systems, where I built secure mechanisms to gather and process user data. This experience laid the foundation for my work with CMS platforms, where I developed and remodeled systems like WordPress and DLE. I focused on customizing these platforms to meet client needs and created 2 custom WordPress plugins to enhance functionality.

As I advanced in my career, I began automating tasks like data parsing, task automation, and video and graphics processing. I wrote scripts that significantly improved efficiency and allowed for tasks such as registering over 800k accounts across multiple platforms. This automation not only saved time but also reduced errors in repetitive processes.

My work extended into video and image processing, where I used tools like FFmpeg to resize, filter, and generate GIFs. I also created video previews and optimized images to ensure faster loading and a better presentation across web platforms.

Recognizing the importance of SEO, I developed modules for collecting and analyzing referrers to enhance search engine visibility. By better understanding traffic sources, I was able to optimize pages for improved rankings, helping clients achieve better results.

Additionally, I created multi-account switchers for link-building strategies, specifically for platforms like Sape and other link markets. This tool allowed for efficient management of multiple accounts, a key factor in streamlining link-building efforts.

In 2008, I bypassed the protection in LiveJournal's registration system, which allowed my account to reach 1st place in the global chart. This experience highlighted my ability to work with complex systems and think outside the box.

I also developed software for black SEO, including text generators and doorway pages, and added over 15 new macros for the RedButton tool. These improvements contributed to enhancing the functionality of the tools and optimizing SEO efforts.

PHP Developer

Engineering Manager | Team Lead | Fullstack Javascript Developer (Node.js, React, React Native)

As a troubleshooter at heart, I love applying a broad view to problem-solving. With over 10 years of experience as a Technical Consultant, Team Lead, and Fullstack Developer, I've honed my leadership, communication, and team organization skills. I thrive on improving my abilities and continuously learning.

My passion lies in Javascript development, primarily focusing on React, React Native, and Node.js. However, my tech-agnostic mindset means I'm always willing to explore new tools and languages. My dedication to teaching and training has led me to create successful development courses and mentor aspiring developers. As a community contributor, I regularly help organize conferences and meetups, including Rolling Scopes, FD Conf, and HolyJS.

I'm committed to lifelong learning and staying up-to-date on industry trends. My extensive experience and technical background have given me a strong understanding of the importance of communication and teamwork in creating successful projects. Let's connect and collaborate on exciting projects while having fun with coding and people.

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The Battle

Shivanshi Bhatia

Vasiliy Vanchuk

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