Freshworks Appoints Ian Tickle as Chief of Global Field Operations to Drive International Growth

On 19 June 2025, Freshworks announced the appointment of Ian Tickle as Chief of Global Field Operations. This move signals a strategic push to strengthen Freshworks’ international presence and accelerate growth across key markets, including Europe and Africa. Tickle brings extensive experience in scaling SaaS operations and driving customer success, having previously led high-performing teams at several global technology firms.

Key Highlights

• Leadership Expansion: Ian Tickle’s appointment is aimed at enhancing customer engagement and supporting Freshworks’ ambitious growth targets.

• Proven Track Record: In Q1 2025, Tickle contributed to Freshworks’ 19% year-over-year revenue growth, demonstrating his ability to deliver results in competitive markets.

• Focus on Customer Success: Tickle will oversee field operations to ensure customers receive tailored support and value from Freshworks’ expanding suite of ITSM solutions.

• Global Ambitions: The appointment underlines Freshworks’ commitment to serving diverse markets, especially as organisations worldwide seek agile, scalable IT service management platforms.

  
  

Industry Impact 

For ITSM leaders, particularly in Europe and Africa, this leadership change is expected to bring a sharper focus on regional needs, improved customer support, and faster adoption of innovative ITSM tools. As businesses continue to prioritise resilience and service excellence, Freshworks’ investment in experienced leadership positions the company to better address evolving IT challenges.

Conclusion 

The appointment of Ian Tickle as Chief of Global Field Operations marks a significant milestone for Freshworks. With a renewed emphasis on customer-centricity and international expansion, Freshworks is well-positioned to support organisations on their ITSM transformation journeys.